Role Play Scenarios Student Notes

Scenario 1 Ms.MoneyBag says give me more interest

1. Ms.Moneybag is a finance executive with Mehta and Co., 2. She visits the bank branch of ICICI Bank to inquire about placing a fixed deposit with the Bank. 3. She already has an existing savings account with the bank. 4. She wants to place a fixed deposit of Rs.40000/- for 5 years and is interested in getting a high return. 5. Her mother has advised her to place the deposit in a cooperative bank as they offer higher rate of interest. Hints for Customer: Make enquiries regarding rate of return, type of fixed deposit, nomination facility, safety, money to be withdrawn incase of emergency Hints for Banker: Be prepared with information about fixed deposits, interest rates, returns at compounded rates etc. Build a rapport with the customer, offer the best option and convince the customer to place the deposit with your bank quoting safety of investment.

Scenario 2 I would like to save before I spend , says Mr.Savesmart

Mr.Savesmart is a young executive with a software company in Mumbai He is earning Rs.25000/- per month. He visits the branch to deposit his first salary cheque into his savings account. He wants to take a demand draft for Rs.10000/- favouring his mother payable at Chennai He inquires about the deposit schemes in the branch He estimates that he would need to send Rs.10000 every month to his mother and spend another Rs.5000/- towards his monthly expenses

Hints for the customer: - Express your anxiety whether your money would be safe, whether you can commit to saving Rs.5000/- per month, can the bank automatically transfer from savings to RD every month ?, What is the penalty if the deposit is discontinued, can you withdraw the money in an emergency etc.? Hint for the banker: Read up the provisions of recurring deposit and check the rates of interest from the website. See if you can calculate the maturity value for the RD to attract the customer. Try and build a rapport with the customer by using your customer service skills.

Scenario 3

I want someone to listen to me says Mr.Careful

Mr.Careful is a senior citizen having an E or S account with his wife Mrs.Kind at the Main branch. He visits the branch for a cash withdrawal of Rs.10000/- from his account. He wants denominations of 100s, 50s and 10s. The cashier offers him one section of 100 rupee notes Mr.Careful is upset and demands smaller denomination as he has to pay the labourers who are working on renovation of his house. Mr.Careful is already upset that he had to wait for half an hour before he was called for cash payment he is in a hurry to reach home by lunch He needs to pay the weekly wages to the labourers by evening. He is expecting his daughter, son-in-law and grandchildren from abroad next month and he is anxious to complete renovation work within the next week. Mr.Careful shares that he is also the secretary of his housing colony and most of his neighbours also dislike visiting banks because they are crowded.

Hints for the customer Just go on and on about all the problems that a senior citizen could have including health issues, attitudes of youngsters etc( remember any comments from your grand parents/ elderly neighbours?) Hints for the Banker How will you pacify the customer, build trust and resolve his requirement to the best of your ability. What other products can you offer, references, businesses can you get through Mr.Careful?

Scenario 4

I have got married recently Delete my sister and add my wifes name to the account says Mr.Handsome.

Mr.Handsome has a savings account with the Bank jointly with his sister Ms.Intelligent to be operated by either or survivor. He has got married recently and wants to delete his sisters name and add his wife Ms.Beautifuls name in the account. He wants to get this done without the knowledge of his sister, so he visits the bank alongwith his wife. He had got Rs.3 lakhs in his account which he claims is totally from his salary savings. He would like to place a fixed deposit of Rs.2 lakhs for 2 years. As per banks procedures, Ms.Intelligents signature is required for deletion of her name Hints for customer: Try to get the Bank to agree to your request to delete your sisters name try to prove that it is your money and convince the banker Hints for the banker: Check out the topic types of customers to understand the provisions of an E or S account. Be convincing in your reply to the customer, while maintaining good rapport.